Customer Value Proposition Specialist

2 weeks ago

Johannesburg, South Africa FirstRand Full time

Job Description

To support the development, execution, and refinement of customer value propositions across key customer segments. The role will ensure that propositions are insight-led, differentiated, and commercially viable, with a strong focus on end-to-end implementation in collaboration with cross-functional teams.

Proposition Execution & Enhancement
- Assist in the development and delivery of customer value propositions aligned to segment strategies.
- Drive implementation of approved CVPs across products, pricing, service, and engagement channels.
- Monitor and track performance metrics related to customer acquisition, engagement, and retention.

Customer & Market Insights
- Gather and interpret customer insights, behavioral data, and competitor intelligence.
- Translate findings into tactical CVP enhancements and content for internal stakeholders.
- Participate in customer testing, immersion sessions, and feedback loops to validate relevance.

Stakeholder Coordination
- Work closely with Product Managers, Marketing, Data, Digital, and Service teams to ensure alignment and execution.
- Support go-to-market efforts including launch materials, value messaging, and campaign briefing.
- Manage timelines and deliverables across multiple stakeholders to ensure timely implementation.

Documentation & Reporting
- Maintain documentation of all proposition components, business cases, and customer journey changes.
- Prepare dashboards, reports, and presentations for internal reviews and updates.
- Contribute to post-launch reviews and identify areas for optimisation.

Required Qualifications:

- Bachelor’s degree in Business, Marketing, Economics, or related field
- 3-5 years’ experience in customer experience, product management, CVP, or customer strategy.
- Background in banking, telecommunications, fintech, or other consumer-facing industries preferred.

Key Competencies:

- Customer-first mindset with the ability to balance commercial and customer value.
- Strong analytical skills to interpret data and translate insights into action.
- Effective communication skills - written and verbal - with experience preparing stakeholder presentations.
- Collaborative working style with proven ability to work in cross-functional teams.
- Detail-oriented, proactive, and capable of managing multiple initiatives.

Advantageous Experience:

- Exposure to CVP development or participation in cross-functional customer strategy initiatives.
- Familiarity with customer segmentation, lifecycle marketing, or human-centered design.
- Experience using tools such as Power BI, Excel, Miro, or journey mapping platforms.

What Success Looks Like:

- Effective delivery of proposition elements on time and within scope.
- Clear articulation of customer needs and competitive differentiation in CVP development.
- Strong stakeholder engagement and coordination.
- Regular insight-backed improvements to CVP relevance and performance.

Job Details

17/07/25

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